Vedran Fak

Technical Product Manager at Toggl
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Contact Information
us****@****om
(386) 825-5501
Location
Zagreb Metropolitan Area, HR
Languages
  • English Professional working proficiency
  • Croatian Native or bilingual proficiency

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5.0

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Jordan Teasdale

Initially, I worked with Vedran as a fellow support agent and he helped me a great deal during those initial months, sharing knowledge and guiding my development in a very encouraging and supportive manner. I quickly learned that he had an exceptional capacity to learn as he was always the first to share technical knowledge whenever any changes had been made to the product and he often jumped in to provide further troubleshooting and assistance with our development teams and often helped them when they were releasing updates. If you knew Vedran then the step to team lead and head of customer support was the perfect move for him. He's a humble person and doesn't seek to be a manager or leader out of any desire for power, he does it because he always wants to do his best for the users he helps and for his team. He is a firm proponent for relationship-based leadership and really makes the effort to get to know the people he works with whether as a leader or team member and always did a lot to improve the morale of the team. Even in the tough times when delivering tough news he did it with tact and with care for both customer and team members alike. I know Vedran would be an amazing asset to join any team and couldn't recommend him more highly.

Küllike Kimmel

Vedran has shown initiative and out-of-the-box thinking in every role I’ve seen him in across the five years of working with him. Whatever his role, he never fails to question the status quo and continually seeks out better ways of doing things. I’ve seen him lead and launch several big initiatives successfully, tackling complex problems and the web of communication that is required (for such efforts) with ease. Vedran has been a crucial part of building the strong cross-team collaborative environment that is present in Toggl Track today, bringing product development teams and the support team closer to partner in deeply understanding user pain points and finding the best solutions to those problems. This makes him not only a great team leader but also someone who is in tune with the needs of a quickly growing company. Moreover, not just understanding the needs and pain points, he has taken the time to seek out and implement solutions to make Toggl Track a better company. I highly recommend Vedran for a leadership position as he has shown time and time again that he is up for the challenge.

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Credentials

  • Introduction to Application Development Specialization
    Coursera
    Aug, 2023
    - Nov, 2024

Experience

    • Estonia
    • Software Development
    • 1 - 100 Employee
    • Technical Product Manager
      • Jun 2023 - Present

      Technical PM for Backend, Frontend and SRE teams.

    • Head Of Customer Support
      • Sep 2020 - Jun 2023

      Toggl is a fully remote SaaS company that creates beautifully simple productivity and project management tools. As Head of Support I'm in charge of both strategy and operations. The team provides assistance to over 500k active users across two products, owns the Knowledge Bases, reports technical issues, performs product training for new employees, etc. The team's biggest achievements: - Implemented countless self-serve solutions to help users get assistance immediately and reduce the… Show more Toggl is a fully remote SaaS company that creates beautifully simple productivity and project management tools. As Head of Support I'm in charge of both strategy and operations. The team provides assistance to over 500k active users across two products, owns the Knowledge Bases, reports technical issues, performs product training for new employees, etc. The team's biggest achievements: - Implemented countless self-serve solutions to help users get assistance immediately and reduce the load on the Support team. - Reduced the time to response from 5h to 30 minutes. - Scaled down the size of the team despite the no. of active users constantly rising. - Lowest employee turnover in Toggl. - Highest team member satisfaction scores in Toggl.

    • Customer Support Team Lead
      • Jan 2018 - Sep 2020

      Leading a vastly distributed team of 11 people across 6 different timezones. Regularly conducting 1on1s and hiring new Support agents. Implemented numerous operational improvements.

    • Customer Support Agent
      • May 2016 - Jan 2018

      Providing email and social media support to Toggl users. Specialty, billing-related questions.

    • Information Technology & Services
    • 1 - 100 Employee
    • Technical Support Specialist
      • Feb 2012 - Apr 2016

      Most of my time was spent answering customer tickets, writing documentation, creating help videos and QA testing the products. Occasionally I also wrote blog posts and created sales & demo pages.

    • Community Manager
      • Jul 2011 - Feb 2012

      Communication with customers in all public areas (social media, review sites, etc).

Education

  • Faculty of Organization and Informatics
    Bachelor of science, Information Technology
    2006 - 2010

Community

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